Technical Support Specialist

Magnus Management Group•Guam, AS

3d•Onsite

About The Position

We are seeking a hands-on Technical Support Specialist to support client. You will help keep enterprise IT services running by resolving Tier 1 and Tier 2 issues, supporting mobile devices and telecommunications, maintaining accurate asset records, and serving as a trusted liaison between users and internal IT teams. This role is ideal for a service-minded IT professional who communicates clearly, works accurately, and is comfortable providing support across multiple military installations in Guam.

Requirements

Must be a US Citizen
Must hold Secret Clearance
At least one current qualifying certification: CompTIA Security+, EC-Council Certified Network Defender (CND), GIAC Foundational Cybersecurity Technologies (GFACT), or GIAC Security Essentials Certification (GSEC). A qualifying higher-level certification is also acceptable.
Three or more years of IT helpdesk, technical support, or IT asset-management experience
Experience supporting enterprise users in a government, defense, or similarly regulated environment.
Experience managing IT inventory, property-custody records, software licenses, VoIP/landline requests, and mobile-device provisioning.
Hands-on knowledge of Mobile Device Management and enterprise ticketing systems.
Fluent, effective English communication skills, both written and verbal.
Ability to interpret command policies, technical documents, and manuals and to prepare professional correspondence and reports.
Proficiency with Microsoft Office, including Word, Excel, PowerPoint, Outlook, and Teams.
Ability to work effectively with military personnel, government civilians, client representatives, and contract management while safeguarding Controlled Unclassified Information and other sensitive data.

Responsibilities

Monitor, triage, document, and resolve helpdesk requests received through email, telephone, Microsoft Teams, and the enterprise ticketing system.
Provide Tier 1 support, including password resets, peripheral connections, basic software guidance, ticket categorization, prioritization, and escalation.
Provide Tier 2 support for hardware, software, operating-system, peripheral, and localized network-connectivity issues, both remotely and in person.
Install, configure, upgrade, and troubleshoot operating systems, applications, workstations, peripherals, and multi-function devices.
Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices through Mobile Device Management (MDM) tools.
Support telecommunications coordination, including legacy landlines, VoIP, telephone line drops, service requests, and telephone directories.
Serve as an Information Technology Representative and liaison: gather requirements, coordinate equipment deployments, resolve conflicts with internal teams, and escalate complex issues.
Track IT assets and software licenses throughout procurement, receipt, assignment, movement, deployment, inventory, and disposal; maintain accurate custody and lifecycle records.
Create and maintain SOPs, user guides, outage notices, planned-update communications, spreadsheets, status reports, and briefings.
Provide administrative support to CIO3, including records management, office-automation process review, and other IT-related duties as assigned.